Holiday Inn Express & Suites Blacksburg - University Area

有點臟床單裏有頭髮

This is my second time staying at this hotel and the last time I was here I had written a stellar review because of the outstanding customer service I had received by the GM when I had written him an email regarding a number of maintenance issues I had experienced with my room. This time round I had booked through the IHG app - same as last time - and had chosen the best flexible rate because I felt this would give me more flexibility in case I needed to check out earlier than planned (there’s almost nothing to do in Blacksburg unless you’re visiting the neighboring university). I also thought it would be more helpful in terms of putting in my rooming preferences. Unfortunately, no such luck. When I arrived the lady at the front desk was particularly nice and helpful but unfortunately my room preference on the floor I wanted was booked up and she had no knowledge of the email I had sent earlier to the GM with my request. So she tried to accommodate my request as much as she could and I honestly appreciate her effort and her lovely friendly personality which somehow made everything ok. What surprised me was that I never received a response to my email or even an offer to switch my room to the floor I wanted should one become available. I also feel that the hotel is overpriced during peak seasons especially for its star rating. You can get a much cheaper rate just 5 minutes drive away in the neighboring Christiansburg and Blacksburg hotels do need to realize that they do have competition and rethink their pricing versus what they offer. I hate to say this but when I walked into my room I was immediately hit by a very musty smell - it smelled like socks! Also I found one dead fly on the window and another one on the pillow. The lady at the front desk had charged my credit card for the full amount upon check in so I didn’t think that moving hotels would be an option at this point. And it was almost midnight when I got in anyway. I had ordered a few packages to the hotel and they all arrived on time except for one. On the day of my checkout I asked for my package again and was told it had not arrived. They were sure. When I showed the guy the proof of delivery he said USPS sometimes says delivered when they haven’t actually delivered the package yet. However, when I insisted that i can’t leave without my package, one of the 2 gentlemen at the front desk went out and checked the mailbox and sure enough it was there. No apologies. Despite all this I’m giving 4 stars because the room amenities have everything I need. Breakfast choices are limited but I really appreciate the 24 hour coffee in the lobby and they usually have one type of fruit out as well. Apart from the lady at the front desk who was really personable I would say that the other staff basically acted as if I was not there. Very impersonable this time. I do plan to book again here the next time I’m here because of the amenities and closeness to the university if the price is right. Let’s hop

Mold in shower/unclean. Terrible pillows (even the firm was too soft). Hard, squeaky bed. Manager needs customer service training. Her Manager was professional and accommodating.